Website: englas.pl/sks/sks.html Language clinic notes Preliminary test and weekly quizzes

1. Website: www.englas.pl/sks/sks.html Language clinic notes Preliminary test and weekly quizzes Language resources and other ideas ......

2. Legal secretaries: What are the main language problems? In the discussion the following areas of concern were identified: Specific legal vocabulary Language issues: strange vocabulary, accents, language mistakes The main ‘problem’ accents being: Spanish, Irish, Asian, Dutch, French & Scottish The main language barriers as regards language topics were: Outstanding invoices “Blocking” people “Chasing up” people/issues Dealing with persistent people

3. The Basics: Meeting & Greeting Welcoming - coats & cloakroom waiting teas & coffees other Good Morning/Afternoon/Evening, how was your journey? Would you like to leave your coats and bags in the cloakroom? (Always show them the cloakroom where possible. I’m sorry, could I ask you to wait here for 5 minutes? (you can offer an explanation if you wish) Would you like a cup of tea or coffee or something cold? Do you want milk or sugar with your tea/coffee? Could you please follow me / This way please / Would you prefer to take the lift or the stairs? (where applicable).

4. Language awareness: Can v could Will v would Language of empathy Language of action Please be aware that could and would are softer and therefore more polite forms of can and will. These words should always be used when asking questions or if you wish people to follow instructions e.g. “Could you please follow me” This is language of understanding. Simply by being able to listen and give the talker a sense that you are considering his/her request seriously will often have the affect of calming them down and making them more reasonable: I understand / I see / OK / How can I help? This is polite but focused and goal orientated and sets out clearly what you want to happen. Use strong verbs for yourself and softer verbs for actions you want from somebody else: I will v Could you

5. Language on the phone:

6. Language on the phone: Greeting Don’t understand Why call? Putting someone through Hold Good Morning/etc + standard SK&S response How can I help you? Could you (be so kind as to) repeat that please? (I’m sorry,) Could you please spell your last name / speak slower / louder (Excuse me,) Could I ask as to the purpose of your call? I will put you through to ... I’m transferring you through to .... Could I put you on hold please?

7. How to say “no”: Thanking Explaining Be firm but polite Leave the ball in our court But ... However ... I’m afraid ... At this point in time ... Thank you for your call Thank you for your interest in .... Mr/Mrs/Ms ..... is not available to speak right now is in a meeting is not interested in your offer / services has no recollection of meeting you / corresponding with you Please + bare infinitive Please can you Please will you Please send Please write • Please could you send me the details in an email. • Should we be interested in your offer/services in the future, we’ll contact you • Please don’t phone back as we’ll contact you when ... Is available

8. Other issues discussed: Aggression: At no point should you continue a conversation that in your opinion has become aggressive. “I’m sorry, if you continue to speak to me in this manner I will stop the conversation” “I’m sorry, I’m not going to speak to you if you’re aggressive” then hang up. “Personal” callers: It was mentioned that callers use “personal reasons” as a method to contact a lawyer. Insist that as a matter of policy: “All emails that are sent to .... are seen by his/her secretary as a matter of policy” “Please let me confirm if ... has received an email/spoken to you. I’m afraid ... Has no recollection of the email / meeting / speaking to you.” “I must insist on knowing the reason for the call. Without doing so I cannot put you through.”

9. Other issues discussed: Chasing something up: “I’m phoning on behalf of ... regarding ...” Polite: “Could you please let me know where we are with that?” “Could you tell me when it will be ready / it will be sent to ...” “We really need to receive ... by [time].” “Could you keep me updated as regards the progress of ...” More forceful: “I’m sorry, but the matter is urgent and we really need ... as soon as possible.” “We are in danger of missing the deadline if we don’t receive .... by [time].” “I must insist that ... Is sent to us by [time]” Outstanding Invoices: A lot of the above would be applicable in this case, also: “I’m chasing up the invoice for ... which was payable on the [time], could you let me know where we are with that?” “I’m phoning as regards the unpaid invoice [invoice number]. Could you let me ....” “Can you tell me when the invoice will be paid?” There is no harm in being more direct, especially when the invoice is long overdue.

10. Letters & emails: Salutations & endings.

11. Letters & emails: To the point Simple sentence structure, sentences and paragraphing Clear intention – what is it you want?